Graduation rate is an extremely significant metric for every senior administrator in every higher education institution. US News and World Report uses this important metric in its scoring algorithm, as does every credible media source [...]

CX University Point of View by Scott McCallister and Mohamed Latib Part of the Series: Financial Measurement is Critical for the Future of CX The CX community faces a paradoxical intersection. The practice is receiving increasing [...]

Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. He just had to deliver at [...]

As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. This is one [...]

Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our [...]

In today’s economy, there are two things that you must do. You must deliver a customer experience (CX) that is uniquely differentiated AND you must successfully execute a digital transformation. When digital transformation and a [...]

In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. The problem most are confronting is how to begin, where, [...]

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX By Scott McCallister and [...]

This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past [...]

CX University Point of View By Scott McCallister and Mohamed Latib Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: Financial Measurement [...]

Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer Experience used to focus on what happened online. [...]

Let’s be honest, Customer Service Departments were created, and many still exist today, to problem solve the discrepancies between customer expectations and what a business delivers. Even with due diligence and a preconceived notion of [...]

As part of the CX University team, I have had the privilege of increasing my customer experience knowledge by leaps and bounds. Subsequently, I can’t help but use that knowledge when I am personally shopping [...]

And the scarcity of learning opportunities Customer Experience (CX) as a discipline is relatively new. Believed to have emerged early in the new millennia (based on a literature review and terminology search) Customer Experience is [...]

I just returned from a wonderful annual conference of the Customer Experience Professionals Association at the Biltmore Waldorf Astoria, a Hilton property in Phoenix. The hotel, its service, and staff were well prepared- they know [...]

In the last decade, many brands have used customer experience perspectives and processes to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all [...]

Who’s in charge of the Patient’s Happiness? Much has been written on the role of patient’s happiness as it equates to a positive patient experience. This seems to make sense - happy patients are having [...]

Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have also heard that practitioners must make a case [...]

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept [...]

In this experience economy, many have touted the enormous value of capturing the hearts of customers. Here, at CX University, we fulfill the need for Customer Experience training and development, but In every industry, there [...]

William Arthur Ward, one of America's most quoted writers of inspirational maxims offered this following insight that applies to much of life and in particular to the CX discipline and keeping a constant customer-centric vision. [...]

Continuing with our series on how generations demand different Customer Experiences, here we illustrate the CX patterns among people of Generation Z (those born between 1995 and 2012). Check out the previous infographic on Millennials [...]

Let me begin my latest rant, oh sorry, I mean blog, with a bold and underlined assertion. For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what [...]

Creating a powerful customer experience necessitates understanding the customer segment or the generational differences among consumers. Read more about how Millennials are changing the game in CX in this infographic below. Want to hear [...]

It’s an incredible time to watch our world become resurfaced by the power of technology and communication, which is driven by the decisions and preferences of the customer. As a result, all organizations are affected [...]

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned [...]

A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to [...]

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience [...]

We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, [...]

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus [...]

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems, touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new [...]

Author's Note: This is the sixth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing. Failure is only permanent when you decide it is. That statement holds true in any [...]

Author's Note: This is the fifth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing. Did your Voice of the Customer (VOC) tool vendor or consultant tell you you’re [...]

During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. [...]

Author's Note: This is the fourth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing. Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide [...]

Customer Experience encompasses a multitude of sub-disciplines and covers substantial ground in the world of business. However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to [...]

Author's Note: This is the third of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing. There are few multi-expertise geniuses in the history of humanity. Don’t make the mistake of [...]

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical [...]

Author's Note: This is the second of a series of six posts about Why You Shouldn't Be Surprised Your VOC Program is Failing. Every Voice of the Customer (VOC) program needs goals that are clear and measurable. [...]

In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and [...]

There is a chorus of voices across the business landscape with a resonant message: stage positive experiences for your customers and business performance will improve. Customer experience practitioners argue that doing so will make it [...]

CX journey mapping no longer lives within the confines of just customer journeys - organizations and practitioners have to expand their scopes to include employees as well since the two groups are so interconnected. Read [...]

You’re probably thinking to yourself right now that you know what the most important word is for CX adoption. Of course you know what needs to be said to get your organization to ignite customer-centric [...]

With the increasing focus on customer experience as a competitive differentiator, many companies should adopt design principles based on human senses to create a 'gestalt' experience, one in which all the senses are engaged. The [...]

Customers are central to the success of a company. Period. And what we’ve discovered over the last couple decades is that the more we focus on customers, with a distinct purpose of improving their experiences, [...]

What is old is new again… or is it? In 1995 a benchmark study related to timely administration of antibiotics in pneumonia patients ignited the energy around fixing the problem of delay by making the [...]

The CXU Team has done an amazing service by putting together a robust and highly challenging question database that prepared me well for the CCXP exam. The CXU CCXP mock tests really do give one a genuine flavor of the nuances and fine shades of meanings of words that one sees in the CCXP test itself. The team is also highly receptive on customer feedback and take action on it with a closed-loop feedback mechanism thus exhibiting customer centric practices themselves!

Ghulam Ali, Epic Consulting, Dubai

CXU Crossword Puzzles

Puzzles and games are a great way to refresh your knowledge and challenge your understanding of Patient Experience terminology.